Complaints
This profile includes complaints for Portillos Hot Dogs Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 35 total complaints in the last 3 years.
- 34 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/24/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I put in an order days in advance for a catering pick up I scheduled a pick up for 2:30 in the afternoon we were throwing my mom a surprise birthday party so we gave a 3 hour notice to ensure if there were any issues it would be fine. We ordered 3 trays of salad 2 trays of sausage and 3 trays of Italian beef and sides of hot and sweet peppers and cheese for the salad totaling about $650.00 We picked up the order, which was not ready at the scheduled time, and realized when we got home they only gave us the salads and none of the other catering when my brother-in-law went back to return it it was revealed that they didnt even make the rest of the order AT ALL. They only made the salads and ignored the rest of the order, Management tried to compensate us with two cakes which was absolutely ridiculous on a nearly $700 order. This was insulting considering the order wasn't even ready and my brother in law missed the surprise for my moms 70th birthday party he helped plan because it took them a long time to correct this.They then said they would credit back $99 which at the time was acceptable but when they brought back to my house not only was it cold and obviously just thrown together and a mess, they did not include any Hot or sweet peppers or the cheese for the salad as requested. The sandwiches barely had any meat on them either.At this point our 60+ guests has been waiting for the food and since there is a complete lack of urgency clearly it would take another hour for this to be corrected for the second time.We had to go to the store and buy and prepare it ourselves and buy additional food for the party. I reached out via their customer service over a week ago and no one has gotten back to me. I left a review on ****** they responded to and no one reached to me still.I would like a full refund on this now.
Business Response
Date: 01/07/2025
Sent compensation and closed the case. Customer Answer
Date: 01/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:07/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/5/2023 I went to the portillos on **************** in ***********, ********. ***** took the order- check# ****** Cheese ************* rings were missing and the beef bun was hot but meat was cold.Business Response
Date: 01/07/2025
Reached out to guest waiting on response Initial Complaint
Date:12/31/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I went to Portillo's in ************, ******* to order carryout food.I placed my order and had to wait 30 minutes to receive my food. After speaking with the manager, she acknowledged that the customers had been waiting far too long and she was in the process of getting the food sent out to us. I was happy about that. However, when I received my food, it was cold and the bread on my hamburger was wet. I filled out a survey to place my displeasure with my service and food. The manager responded and stated I would receive a separate email with a coupon to replace my food order. I have not received that coupon yet, and when I call the store they act as if they never heard of the supervisor that sent me the email. I would like to be refunded for the food I could not eat or enjoy. Check # ****** - date 12/27/2022. time 5:53 - pm. Received my food at 6:24 and it appears the food had been just sitting there it was so cold. I paid $27.93 for the food.Business Response
Date: 01/07/2025
Sent compensation and closed the case. Initial Complaint
Date:12/27/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A catering order was placed on 12/22/22 for 12/24/22 and paid in full via phone. When the order was picked up, more than half of the order was missing. When reaching out to the establishment, I was informed that because the restaurant was closed, there was no resolution available and I was given the number to corporate. After trying to call multiple times, I received no answer or call back from corporate. After paying at least $500 every Christmas Eve, I am obviously very frustrated.Business Response
Date: 01/07/2025
Reached out to guest waiting on response Initial Complaint
Date:12/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered Approximately 7:30pm Monday Dec. 19th It is now 8:07 atill no food, being ignored at the drive through and can hear the workers snickering in the back. Everyone here refuses to work. Terrible Business PracticeBusiness Response
Date: 01/07/2025
Contacted guest and was told all good, close case, **** Initial Complaint
Date:10/24/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Black dirt on ice in my cup.Business Response
Date: 01/07/2025
Reached out to guest waiting on response Initial Complaint
Date:10/06/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered 5 meals for my team and only received 4. I was missing 1 salad and sauces. I called portillos and spoke with management ****. **** was unapologetic and advised she would refund the salad she couldn't give me an amount. I asked if I could be refunded the delivery as well since I would have to pay an additional refund fee or drive to get more food and I was denied. **** advised she had to go in the back to refund me and I would get a email confirmation right away. I never got an email nor refund. **** was so rude abs short she made me uncomfortable to call back to verify if my refund was processed.. The purpose of ordering delivery was for my team to all eat together. I had to go out abs get more food so b we all ate at different times,for this I am requesting a full refund of $67.63 or a delivered free lunch for my team so we can have our lunch day.Business Response
Date: 01/07/2025
Sent compensation and closed the case. Customer Answer
Date: 01/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
Date:08/09/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March20, 2022, I placed an online catering order for a birthday party for my 11 year old grandson. This would be my third time placing an order like this and my second time placing one that is serviced by this location in New Lenox. I placed my order online on 3-20-2022 and paid for it in full and received email confirmation. The order was for delivery on 4-23-2022 at 3:45 pm. At 4am on 4-23-22 (day of the event), I received a text message that said " your delivery from ********** catering has been modified or canceled. Please reach out to them directly for more information". They cancelled the order and refunded back my entire payment. I spoke with **** the supervisor at that particular location and he said something happened on their end and he's not sure why they cancelled the order. I asked if the order can still be done and delivered by 3:45 pm. **** assured that it would be delivered even if he had to deliver it himself. 3:38 pm came and **** asked me to put the order in again because it was refunded. It would not take the order again at 3:45 pm. I asked if he was still delivering my order like he promised and he said if I could pick it up he'd have it ready. Now, my party has started and my party guests are here so I couldn't just leave my house unattended to my party guests but Now I had no choice but to do just that. Now if he had been honest and said he couldn't do the delivery but could still have the food ready it wouldn't have put me in such a dire situation with my party guests. When I got there **** offered me a cake for my trouble. I said no because I have cake and ice cream at my party. He gave my 25% off for my trouble. Then I get home and my order is missing all of the cheese sauces so no one ate any french fries. When I called and spoke to the assistant gm., *******, he promised to refund my whole order. To this day they have not done any of what they said they would do. I keep calling to see what is happening and no one calls or follows up.Business Response
Date: 01/07/2025
Sent to Restaurant Team to correct, closed case Customer Answer
Date: 01/10/2025
Complaint: 17693194
I am rejecting this response because:I saw no response or attachments in the BBB response from 1-7-2025. Don't know what the business is trying to do. Please send a readable document.
Sincerely,
******* ******Business Response
Date: 02/11/2025
We have spoken to ******* over the phone and have resolved this experience for her. We have offered a full refund via gift cards which have been processed. This case is now closed.
Thank you,
*****
Guest Services
Customer Answer
Date: 02/18/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:07/17/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
ordered food today; July 17th, 2022 around 4PM; the delivery driver showed up and said "i told the employee that the order was missing 3 fries, a beef, a jumbo dog and 2 drinks; the employee said "too bad and the driver said he does not know what to do. i called portillos and the woman on the phone said "too bad and hung up twice; this is not the first time this has happened and there has never been any resolutions. amex reiterated that this is theft and i had to run out and get other dinners...the order confirmation number is 72681950-1421447Business Response
Date: 01/07/2025
Send apology, guest never responded, closed the case
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